role	role_level	band	skill	skill_source	pcf_reference	esco_reference	expected_level	expected_level_number	expected_level_description	self_rating	manager_rating	gap	evidence	development_action
Service desk analyst	Service desk analyst	3	Asset and configuration management	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/9d2e926f-53d9-41f5-98f3-19dfaa687f3f; http://data.europa.eu/esco/skill/ccb2e5f2-4279-48fd-9d85-a1db42ff1e13; http://data.europa.eu/esco/skill/ab6265f2-a9bf-49e8-a9a5-67cbab4de38b	awareness	1	You can: - track, log and correct information to protect assets and components					
Service desk analyst	Service desk analyst	3	Continual service improvement	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/9d59f4e5-20a5-428e-b8b3-645043500457; http://data.europa.eu/esco/skill/0550431f-9c8b-4204-9c45-59bc5feacf06; http://data.europa.eu/esco/skill/958b8802-ec3e-4813-97f7-6c8f48610dbd	awareness	1	You can: - show an awareness of developing process efficiency and common ways in which processes are optimised - support specific activities to improve development processes - spot or identify obvious deficiencies					
Service desk analyst	Service desk analyst	3	Customer service management	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/c09c5786-a479-46de-b0aa-d5d2d8ccc123; http://data.europa.eu/esco/skill/e1e99428-b91b-45e1-8ede-ed0cbf161930; http://data.europa.eu/esco/skill/c2296e2e-5fef-4f24-a24f-e5b3792268be	working	2	You can: - resolve user requests to a minimum of the agreed service level agreement - empathise with the end user - use customer-focused metrics to achieve the desired outcome					
Service desk analyst	Service desk analyst	3	IT service reporting	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/8dcbcabe-09f7-4d11-940d-125af57bbc40; http://data.europa.eu/esco/skill/9190d87f-9792-42e0-bb7f-64294a656bcd	working	2	You can: - produce relevant reports in an appropriate format and agreed timeframe - work with stakeholders to discuss any changes in the reporting processes - interpret a data set and communicate this to others					
Service desk analyst	Service desk analyst	3	Ownership and initiative	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/001115fb-569f-4ee6-8381-c6807ef2527f; http://data.europa.eu/esco/skill/e186976a-64f0-4052-a25b-297d19e1d0ec	working	2	You can: - own an issue until a new owner has been found or the problem has been mitigated or resolved					
Service desk analyst	Service desk analyst	3	Service focus	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/09f2f811-a3fb-4de3-a70f-6420a6935575; http://data.europa.eu/esco/skill/1d86f05e-e9cc-40ce-99d8-2b21cc71b16b	awareness	1	You can: - show an awareness of different products and services					
Service desk analyst	Service desk analyst	3	Technical understanding	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/d0c6d77e-cb25-4770-bf77-2073fc5f7523; http://data.europa.eu/esco/skill/cbe2c304-1e7d-489a-97d9-a7d3e37a9db6	awareness	1	You can: - show an awareness of the relevant subject matter and a high level understanding of what it involves					
Service desk analyst	Service desk analyst	3	User focus	UK GDaD PCF	https://understand-digital-data-roles-skills.service.gov.uk/skills/	http://data.europa.eu/esco/skill/ddfe79e2-c2e3-4ba7-9bdf-3820b4f75b54; http://data.europa.eu/esco/skill/68698869-c13c-4563-adc7-118b7644f45d	awareness	1	You can: - show an awareness or understanding of user experience analysis and its principles - explain the purpose of user stories and the focus on user needs					
Service desk analyst	Service desk analyst	3	Understanding health and care services	this reference		http://data.europa.eu/esco/skill/9b63d92b-5a3a-46b0-b2ba-c98b39ea5aaf; http://data.europa.eu/esco/skill/6c252ea9-e7df-4f82-8035-7d7ee742ff0e	awareness	1	You can: - describe the main parts of the health and care system and the services the organisation supports - explain why patient safety and confidentiality matter in your work 					
Service desk analyst	Service desk analyst	3	Information governance and data protection	this reference		http://data.europa.eu/esco/skill/a4346013-a967-4a58-a533-6b32ad1364c5; http://data.europa.eu/esco/skill/51ece34f-c24e-4183-9bf4-9b6f28748aec; http://data.europa.eu/esco/skill/097c6a36-f031-4d3e-b5c1-62d6ffcb430b	awareness	1	You can: - follow the organisation's rules for handling personal and health information - recognise and report a data breach or near miss 					
Service desk analyst	Service desk analyst	3	Identity and access management	this reference		http://data.europa.eu/esco/skill/ab49f767-296b-47d5-af56-0b4a69515b03; http://data.europa.eu/esco/skill/bc0b0b5d-f6be-405a-b224-b6902a4dbe97	awareness	1	You can: - follow access rules and protect your credentials 					
Service desk analyst	Service desk analyst	3	Security operations	this reference		http://data.europa.eu/esco/skill/8181aa4c-42bc-4036-a3d2-5cb6bbb34239; http://data.europa.eu/esco/skill/5898d99a-62a4-4e10-a2e3-0d815ce44248; http://data.europa.eu/esco/skill/501537a7-9d63-491d-ae02-09f04767ff1e	awareness	1	You can: - explain common cyber threats such as phishing and ransomware - report a suspected security event